The problem with words is that they easily lose their meaning. Say something often enough and it becomes a tic, not an expression of how you actually feel. Not only that, but words rarely change things. Actions do.

The job is not your work; what you do with your heart and soul is the work.

Do you know what people want more than anything? They want to be missed. They want to be missed the day they don't show up. They want to be missed when they're gone.

The only purpose of customer service is to change feelings.

The status quo is leaving the building, and quickly.

When we think about what might go wrong, we're more likely to design something that goes right.

When you walk around braced for impact, you're dramatically decreasing your chances. Your chances to avoid the outcome you fear, your chances to make a difference, and your chances to breathe and connect.